Jordan Javier Peña Pinedo
Bilingual Team Lead – Portuguese
Professional profile
Industrial Engineer proficient in English and Portuguese , with over 3 years of experience in team management and personnel development , particularly in customer service . An innovative individual with strong analytical skills , problem-solving abilities , leadership , and expertise in developing high-performance teams
Work experience
Development, monitoring, and supervision of the assigned team for LATAM markets in the implementation of the Ejourney methodology and multi-load transport logistics.
Major achievementImproved team performance by 20% in just one month.
Responsible for the supervision and monitoring of the back-office account audit line for Portugal and LATAM, developing analytical, focused, and efficient work teams.
Major achievementExceeded quality expectations by achieving 97% against a 95% target.
Supervised and monitored the high-priority line, handling sensitive consumer issues for a mobile application.
Major achievementIncreased SLA in customer service through empathy and engagement campaigns.
Education experience
Instituto colombiano para el talento humano especializado | Bachiller
